There are two common ways to describe a sequence of key pressings in your software help documentation: The first one is like this Press Ctrl+Shift+F to flag the record. The second one is like this + + = Flag the record If you prefer the second approach then these two resources will be helpful to [...]
If your host uses Spam Assassin to protect your mail box from SPAM then read this post! We use Spam Assassin on our host to filter out SPAM. Recently, it was discovered that the Spam Assassin had a bug. It added extra 3.4 SPAM scores to ALL e-mails dated 2010 or later. I’m afraid we [...]
Scott, an ISV-entrepreneur, on BoS forum has recently complained that since their company had reached a new level of technical documentation the number of service requests grew up. That’s an interesting effect! Scott wrote: Two reasons for this, based on feedback from customers seeking support: 1. Documentation is now so comprehensive that it is intimidating. [...]
If you have ever released an update of your software product then you likely faced the problem of notifying your existing customers about the update. In this post I’d like to give a simple yet very important advice how to notify your customers properly. Releasing the upgrade is a very important task. After several months [...]
This post is written by our special guest, Nikolay Tyushkov. Nikolay is an owner of Softvoile. The most known software titles by Softvoile are Flashpaste – an utility for managing and quick pasting text templates, and Clipdiary – a free utility for keeping the clipboard history. As a veteran of ISV business, Nikolay has great [...]
There are problems in your software! Otherwise your “demo installations / orders” ratio must be 100%, is it? If it’s 100% don’t read this post and write your own one about how you achieved this. People are lazy and they will hardly write you by e-mail about problems they have with your program. They likely [...]
One of the strongest psychological signal for everyone is his or her name. Calling someone by name is a good way to attract his/her attention and to make the conversation more confidential and trustworthy. So, when you answer support e-mails start and finish your message with a name of the person. This will increase the [...]
This is truth! First of all they tell you about weak sides of your software and business. So, you know what must be improved and polished. Second, angry users can become the most loyal ones. Surprised? In psychology, this is called “Pendulum effect” – it’s much easier to move the pendulum to the right if [...]
Have you ever thought about establishing a certification program for users of your software? If your software is quite sophisticated and requires training then you can build a community of professionals around your product through the system of personal certificates. Offer your users to pass a series of on-line tests and award them with personal [...]
When a user emails to you a feature request or an issue report you may not realize if he uses the latest version of your product or not. Maybe he simply must download an update to resolve the problem or you really must fix the bug in the newest build? Today, I’d like to tell [...]
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